Sending Problem Documentation to IBM

For copying different types of documentation, see the specified sections for procedures and JCL.

Generate the list of current maintenance installed on your system: See Creating the SMP/E List.
Generate Storage Creep Data: See Generating Storage Creep Data.

Our software support specialists may request that you send IBM the problem information, systems data or test cases, etc., or that our support specialists be able to view it with you electronically. To accomplish this, you may be offered several options by the IBM support specialist. By the terms and conditions of the applicable support agreements: (i) this information will be non-confidential (for example, not labeled "your company confidential"); and (ii) you should not supply IBM with any personally-identifiable information (whether in data or other form). You will be responsible for reasonable costs and other amounts that IBM may incur relating to any such information mistakenly provided to IBM or the loss or disclosure of such information by IBM, including those arising out of any third party claims.

Once your documentation is completely received by IBM approved means, IBM will use it only for the purposes for which it was provided - that is, to fix defects or to support IBM products or services. We will not disclose it to other parties, except to contractors of IBM who we may use to help us fix defects or provide support; and we will delete, destroy or return it when it is no longer required.

For more information on exchanging information with IBM, please refer to the Service Users License Agreement at Enhanced Customer Data Repository (ECuRep) website.

If you and the IBM support specialist agree, you may decide to send your problem information or test cases to IBM. There are several approved methods and tools that can be used. Please refer to the document Exchanging Information with IBM Technical Support, for more information. The IBM support specialist working with you can help you set up the transfer.

The following site discusses how to use ECURep and discusses different ways to send files to IBM: Enhanced Customer Data Repository (ECuRep).

For Blue Diamond customers, details can be found on the Blue Diamond FAQ: http://www-01.ibm.com/support/docview.wss?uid=nas8N1020947.

You need to understand and acknowledge that IBM may use its global resources, including but not limited to, IBM Affiliates and personnel located in various countries, for the delivery of service and services. By sending us problem information, you warrant that none of the Customer Data exported to, or otherwise accessible by, IBM is controlled as a defense article under the U.S. International Traffic in Arms Regulation (ITAR) or under any other country's laws or regulations.

Additional software support procedures can be found in the IBM Software Support Handbook: https://www-304.ibm.com/support/customercare/sas/f/handbook/getsupport.html.